← FFCheckWho do I contact?ET
Shopping · Estonia
Updated September 2026

📦 The shop refuses to repair, replace or refund — who helps?

Direct answer

Across the EU you have a two-year legal guarantee: if a product is faulty, the seller (not the manufacturer) must repair or replace it, and refund if that fails. Put the complaint in writing to the seller first. If they refuse, TTJA — tarbijakaitse (620 1707) is the consumer body in Estonia that advises and mediates. For a seller in another EU country, Euroopa tarbijakeskus Eesti (ecc.ee) handles it for free. The last step is Tarbijavaidluste komisjon — the dispute board or small-claims route.

Call firstTTJA — tarbijakaitse
Report toEuroopa tarbijakeskus Eesti
If that failsTarbijavaidluste komisjon

🗣️ What to say

"I bought [product] on [date], order [number]. It is faulty: [what]. Under the legal guarantee I ask you to repair or replace it within 14 days, or refund €…. Please confirm in writing."

🪜 Step by step

  1. Write to the sellerE-mail with the order number, the fault, photos, and a 14-day deadline. The seller is responsible, even if they point you to the manufacturer.
  2. Know your rightTwo years legal guarantee EU-wide; in the first year the fault is presumed to have existed at purchase. Online purchases can also be returned within 14 days for any reason.
  3. Ask TTJA — tarbijakaitseThey confirm what you can demand and often write to the seller for you.
  4. Cross-border? Euroopa tarbijakeskus EestiThe European Consumer Centre handles disputes with sellers in another EU country, Norway or Iceland, free of charge.
  5. Escalate to Tarbijavaidluste komisjonA dispute resolution body or small-claims court; decisions are usually binding on the seller.

📇 All contacts

TTJA — tarbijakaitseAdvice, supervision, orders to tradersWhen the shop refuses📞 620 1707🔗 ttja.ee/eraklient/tarbijakaitse
Euroopa tarbijakeskus EestiFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 ecc.ee
Tarbijavaidluste komisjonFree procedure; the trader usually compliesAfter a written complaint without a solution🔗 ttja.ee/eraklient/tarbijakaitse/tarbijavaidluste-komisjon

❓ Frequently asked

Repair, replacement or money back — who chooses?

You ask for repair or replacement first; the seller may pick the cheaper one if it is not a burden for you. If that fails or takes too long, you can ask for a price reduction or a full refund.

The seller says the warranty expired

The manufacturer's warranty is a bonus. The legal guarantee is two years from delivery and cannot be shortened by the shop.

Can I return something I just do not like?

Online and door-to-door purchases: yes, 14 days, no reason needed. In a physical shop: only if the shop's own policy allows it.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

  • “shop refuses refund Estonia”
  • “consumer rights faulty product Estonia”
  • “legal guarantee 2 years”
  • “complaint against webshop”
  • “consumer authority Estonia”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

🚚Parcel not delivered→💳Scammed online→🔁Cannot cancel subscription→📶Phone or internet contract→

Your tools for Estonia

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · EstoniaElectricity & gasThe rules that protect you as an electricity and gas customer in Estonia, and who to contact. Every fact is checked on an official source.Recognise it firstIs dit veilig?Check a phone number, website or message against 47,000 scam dossiers.